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Consumer direct reveals top 10 complaints in 2008
By Consumer Direct News Release
Jan 26, 2009, 09:01

Complaints about second hand cars bought from independent dealers have once again topped the list of complaints received by government-funded advice service Consumer Direct.

Consumer Direct advisors answered almost 1.6 million calls and emails in calendar year 2008 and logged 874,171 consumer complaint cases, up almost 7 per cent from the previous year.

In total, Consumer Direct received 47,019 complaints about second hand cars bought from independent dealers, up more than 12 per cent on the previous year. Complaints about mobile phone service agreements came second, down 10 per cent and complaints about TVs came third, up 3 per cent.

Among the top ten, complaints about women's clothing registered the highest rise, up almost 23 per cent on the previous year.

More than half of all complaints concerned goods and services bought at the traders' premises, 11 per cent resulted from internet purchases, and 10 per cent were about telephone transactions.

The data collected by Consumer Direct is used to help the OFT, local authority Trading Standards Services and other regulators build intelligence, determine priorities and focus resources.

OFT research published in April 2008 found that people in the UK experienced more than 26 million consumer problems a year causing an estimated £6.6 billion detriment.

Michele Shambrook, Operations Manager for Consumer Direct said: 'Many millions of people are losing out financially from substandard goods and services but very often consumers do have routes for redress. Finding out about your rights is the first step to claiming the refunds, repairs and replacements you may be entitled to.'

Information and advice on resolving consumer complaints is available by calling 08454 040506 or by visiting the website at http://www.consumerdirect.gov.uk

Complaints to Consumer Direct in    2007       2008      Percentage
calendar years 2007 and 2008                             difference
                                                         07v08
Second hand cars purchased from     41,880     47,019    12.27%
independent dealers
Mobile Phones (service agreements)  34,679     31,267    -9.84%
TVs                                 19,744     20,313    2.88%
Mobile Phones (hardware)            17,760     20,159    13.51%
Car repairs and servicing from      15,253     16,176    6.05%
independent garages
Second hand cars purchased from     13,322     15,230    14.32%
franchise dealers
Upholstered furniture               14,024     14,530    3.61%
Women's clothing                    11,732     14,390    22.66%
Internet Service Providers          13,536     14,246    5.25%
Leather furniture                   11,567     12,979    12.21%

Total complaints                    819,815    874,171   6.63%

NB: Information captured by Consumer Direct is provided as given by the consumer. No opinion on the truth or verification of facts has been made by the Consumer Direct service.